BLACK HORSE
To improve and modernise the digital customer experience across Black Horse's car finance products. The focus was on creating clearer and more intuitive journeys that helped customers understand, manage, and interact with their vehicle finance agreements while ensuring the experience remained accessible, trustworthy, and aligned with both customer needs and business objectives.
One of the main challenges was simplifying financial information and processes that can often feel confusing or overwhelming for users. The experience also needed to balance business, compliance, and customer needs while maintaining trust and clarity throughout the journey.
The Black Horse project demonstrated how thoughtful product design can simplify complex financial journeys and create better outcomes for both customers and the business. Through close collaboration, user-centred thinking, and iterative design, we delivered a more intuitive experience that improved usability, accessibility, and customer confidence.
